engleski

Customers’ perception of services in UK’s Conference and Meeting industry

Business Travelling industry is providing ₤3.5 billion to the British Economy every year in average and in ten year showed a growth rate of 53%. ‘Conferences and Meetings’ is sub-sector of Business Travel sector which had generated an annual average of ₤8 billion for three year period (2005-2007). Generally, that is a global multibillion business, involving millions of people worldwide, with competition not only between venues providers, but also among cities and countries. The Meeting industry has a huge impact to British economy and provides millions of pounds each year which venues’ providers offer makes as important issue. Venues’ providers have to recognize all important factors of consumers’ perception in order to offer the value which consumers want, rather than the value which the firm perceived. Offering the service consistent to consumer perception and expectations leads to higher levels of customer satisfaction which results with business expansion and bigger market share, and finally, with higher profitability.

conference and meeting industry; consumer perception; gap

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